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"creatorSystem": "Cloudia Kilpailutus",
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"id": 59481,
"title": "Palvelunhallintaj\u00e4rjestelm\u00e4n ohjelmistoratkaisu (markkinakartoitus)",
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"name": "Tietotekniset palvelut: neuvonta, ohjelmistojen kehitt\u00e4minen, Internet ja tuki",
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"name": "Ohjelmistoihin liittyv\u00e4t palvelut",
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"name": "Ohjelmatuotteet ja tietoj\u00e4rjestelm\u00e4t",
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"Tuleva palvelunhallintaj\u00e4rjestelm\u00e4n hankinta koskee tikettipohjaisen palvelunhallintaj\u00e4rjestelm\u00e4n ratkaisua, miss\u00e4 palvelua hallinnoidaan kokonaisena prosessi- ja palveluketjuna, ja miss\u00e4 hallitaan usean eri Laurean tukipalveluyksik\u00f6iden prosesseja ja palveluita sek\u00e4 niiden kehitystarpeita sek\u00e4 kattavaa ja kohdistettavaa raportointia.",
"Palvelunhallintaj\u00e4rjestelm\u00e4n tekninen toteutus tulisi olla Saas-pilvipalveluna ja palvelunhallintaj\u00e4rjestelm\u00e4n tulee olla integroitavissa Laurean k\u00e4yt\u00f6ss\u00e4 oleviin tietovarantoihin ja tietoj\u00e4rjestelmiin erikseen toteutettujen rajapintojen kautta. Laurean k\u00e4yt\u00f6ss\u00e4 olevia tietovarantoja ja tietoj\u00e4rjestelmi\u00e4 ovat mm. ChatBot, SCCM, AD\/Azure AD.",
"",
"Palvelunhallintaj\u00e4rjestelm\u00e4\u00e4 k\u00e4ytt\u00e4v\u00e4t Laurean tukipalveluyksik\u00f6t ovat: tietohallinto, opintotoimisto, koulutussuunnittelijat ja verkko-oppimisymp\u00e4rist\u00f6t.",
"",
"\u2022 Tukipalveluyksik\u00f6iden ydinprosesseja ovat:",
"- H\u00e4iri\u00f6nhallintaprosessi",
"- Palvelupyynt\u00f6prosessi",
"- Muutoshallintaprosessi ",
"- Ongelmanhallintaprosessi",
"- Palautteenhallintaprosessi",
"",
"Palvelunhallintaj\u00e4rjestelm\u00e4n tulee sis\u00e4lt\u00e4\u00e4 ydinprosessien lis\u00e4ksi palvelukatalogin hallinnan, palveluprosessit, tiket\u00f6innin, SLA-hallinnan, palveluiden laatuarvioinnin, raportoinnin sek\u00e4 palveluportaalin (FrontEnd) ja prosessik\u00e4ytt\u00e4jien (ServiceDesk) palveluportaalit.",
"",
"Vuosittainen tikettien m\u00e4\u00e4r\u00e4 on n. 13 000 kpl.",
"",
"Ratkaisun kielisyyden tulee olla v\u00e4hint\u00e4\u00e4n englanti ja ratkaisun loppuk\u00e4ytt\u00e4jien kielisyyden tulee olla v\u00e4hint\u00e4\u00e4n englanti ja suomi. ",
"Ratkaisun p\u00e4\u00e4k\u00e4ytt\u00e4ji\u00e4 on 2-3 henkil\u00f6\u00e4, prosessik\u00e4ytt\u00e4ji\u00e4 (ServiceDesk-k\u00e4ytt\u00e4ji\u00e4) on 50-70 henkil\u00f6\u00e4 Laurean eri tukipalveluyksik\u00f6ist\u00e4 ja palveluportaalin k\u00e4ytt\u00e4ji\u00e4 (FrontEnd-k\u00e4ytt\u00e4ji\u00e4) on Laureassa n. 13 350 opiskelijaa ja n. 600 vakituista ja n. 100 m\u00e4\u00e4r\u00e4aikaista\/projektity\u00f6t\u00e4 tekev\u00e4\u00e4 henkil\u00f6kuntaan kuuluvaa k\u00e4ytt\u00e4j\u00e4\u00e4. ",
"",
"Palvelunhallintaj\u00e4rjestelm\u00e4n k\u00e4ytt\u00e4jien k\u00e4ytt\u00e4j\u00e4tunnistus tehd\u00e4\u00e4n Laurean ADFS\/Azure AD.",
"",
"Palveluportaalin k\u00e4ytt\u00e4jill\u00e4 tulee olla Dashboard-n\u00e4kym\u00e4 tekemiins\u00e4 tiketteihin ja prosessik\u00e4ytt\u00e4jill\u00e4 Dashboard-n\u00e4kym\u00e4 lis\u00e4ksi avoimiin ja luokiteltuihin tiketteihin.",
"",
"Palvelunhallintaj\u00e4rjestelm\u00e4ratkaisun tulee mahdollistaa jatkuvan kehitt\u00e4misen malli tukipalveluyksik\u00f6iden tunnistamien arvoa lis\u00e4\u00e4vien kehityskohteiden ja toimenpiteiden kehitt\u00e4miselle ja palveluiden laadunvarmistukselle ratkaisun k\u00e4ytt\u00f6\u00f6noton j\u00e4lkeen. Laadunvarmistus tehd\u00e4\u00e4n yhteisty\u00f6ss\u00e4 toimittajan ja Laurean p\u00e4\u00e4k\u00e4ytt\u00e4jien kesken. Toimittaja vastaa ohjelmistoratkaisun toimivuudesta, vaatimusten ja niist\u00e4 tehtyjen m\u00e4\u00e4ritysten mukaisesti.",
"",
"Laurea on kuudella kampuksella Uudellamaalla toimiva ammattikorkeakoulu. Laurean liikevaihto on 52 miljoonaa euroa.",
""
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"",
"Markkinavuoropuhelukutsuun vastaaminen tai vastaamatta j\u00e4tt\u00e4minen ei est\u00e4 mahdolliseen hankintamenettelyyn osallistumista. Kutsu markkinavuoropuheluun ei velvoita hankintayksikk\u00f6\u00e4 toteuttamaan varsinaista hankintamenettely\u00e4.",
"",
"Ennakkotietoilmoituksessa esitetty hankinnan kuvaus ja hankintailmoituksen arvioitu julkaisup\u00e4iv\u00e4m\u00e4\u00e4r\u00e4 ovat alustavia ja suuntaa antavia ennakkotietoja ja voivat muuttua.",
"",
"Kiinnostuneita toimittajia pyydet\u00e4\u00e4n ilmoittautumaan viiveett\u00e4, kuitenkin viimeist\u00e4\u00e4n maanantaihin 8.11.2021 klo 12.00 menness\u00e4 toimittamalla kiinnostuneen toimittajan nimi ja yhteystiedot osoitteeseen [email protected].",
"",
"Selvyyden vuoksi pyyd\u00e4mme otsikoimaan vastauksen: MARKKINAKARTOITUS: Laurea-ammattikorkeakoulu, Palvelunhallintaj\u00e4rjestelm\u00e4.",
"",
"Markkinavuoropuheluun osallistuneille toimijoille ei makseta korvausta osallistumisesta.",
"",
"",
""
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